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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Trade in issue
SHelz28
Member

In June I was told by a Verizon representative that I qualified for a $800 Trade in credit for an Iphone 11. After 3 weeks of the trade in box not showing up- I contacted Verizon to get a replacement box sent. I was assured during this time again that once the trade in was received the promotional credit would be applied to the line. 

After waiting until the end of August- I was told that it was to soon and that the promotional credit would take 2-3 billing cycles before I saw it. 

I called again in September after 2-3 billing cycle and was told that there was no record of the promotional credit for the line- A ticket was submitted for the $800 credit and I was again told to wait 3 weeks for the resolution of the ticket. 

4 weeks later we are now in early October and I was told the the ticket was still being processed but that I should "Rest assure" the credit will be there when the new bill shows up on Oct 29th. 

Now it is Nov 11th and I was told by Verizon today that I did not qualify for the credit. They only gave $140 for the Iphone 11 I traded in and we would not have traded in the phone or upgraded if it hadn't been for a VERIZON REPRESENTATIVE telling us that we qualified for the credit. We are long time customers with multiple phones on the account. I am looking at moving my business elsewhere as now I am stuck with this monthly phone payment with no resolutions from Verizon. I have always stood by Verizon but this has been the absolute worst customer service I have ever experienced. This whole thing has been a way to get me to upgrade my device. UNACCEPTABLE VERIZON.

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Re: Trade in issue
vzw_customer_support
Customer Support

I am sorry to learn that you are having trouble with the Trade In. This is certainly not the experience we want anyone to have. What phone did you trade in? Do you have the return tracking information?

-Tionna

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Re: Trade in issue
SHelz28
Member

Iphone 11 128GB black. I have all information on Verizon receiving the device. They will not issue the $800 credit. 

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Re: Trade in issue
SHelz28
Member

Here’s my point exactly- Verizon acts like they care about the customers. But then you get no response after they ask questions. Nothing ever gets resolved. I will be switching to Tmobile

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Re: Trade in issue
vzw_customer_support
Customer Support

We want to get your Trade in concerns resolved. Let us help! Do you have the tracking information for your trade in?

*Haley

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Re: Trade in issue
SHelz28
Member

For the 2nd time- yes I have the tracking information. 

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Re: Trade in issue
vzw_customer_support
Customer Support

We are sending a PM to assist you further.

-Sean

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